Picture freeze up

Hi @west52,

I understand your concern. Let's get the help you need.

Have you tried to do a reset on your receiver? Sometimes doing a reset can help the receiver refresh its performance. To learn how to reset the receiver view this Help With Basic TV Issue troubleshoot article. Additionally, you can power cycle your internet gateway to see if this helps stabilize your TV service and resolve the issue of having a freezing picture. We hope this helps!

Check Cable Connections

• Video Connections
• Signal Connections
• Power Connections

Restart/Reboot Devices

• Power Cycle
• Non-Destructive Recovery
• Destructive Recovery

Note: Surge protectors & power strips may cause pixelation & freeze. Plugging the receiver directly into a wall outlet way resolve this. 

If resetting the receiver hasn’t fixed the problem, try resetting your Gateway. If you have a wireless receiver, also try following the troubleshooting steps in this guide. You may also need to reset your Wireless Access Point by unplugging the power cord for fifteen seconds, plugging back in, and waiting for the connection to restore.

Additionally: We suggest downloading our Smart Home Manager Application. It's free to use, and using our guide you can find how to access your Data Usage. Viewing your Data Usage will let you know what devices are currently taking up so much internet at your home.

I hope the above information helps!

Thank you,

Justin, AT&T Community Specialist.

Justin, Thanks for the response, The Uverse is connected to the internet. Our internet is on the At&t fiber network. The BGW210 has been power reset. Doesn't seem to have any improvement.

All of our set top boxes have been have been power cycled, still no improvement. Is there a software version update available that could help with the freeze ups? And is there a way to see what software our gateway is running on?

Thanks

Rick West

Hi @west52,

Thank you for writing us back! We hear you, and are happy to assist you! 

After reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our Contact Us page - https://www.att.com/support/contact-us/ to identify what method you’d prefer to reach out for this account level help.  

You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

Thank you for contacting AT&T Community Forums!

Emma, AT&T Community Specialist

@west52 did you ever get a satisfactory solution to your problem? We're having exactly the same problem with our new fiber optic wi-fi and Uverse TV. Has the problem been resolved?

Thanks,

@DavidSY 

DavidSY,

No I haven't spent much time on it. But it seemed to improve Slightly last week and then yesterday and today it's back to longer freeze-ups. So long that the set box looses comm with the uverse node. then wants to be reset. Along with the freeze-ups it's been getting pixels. 

My configuration uses a BGW320, a GiG switch to distribute ethernet to all of the set top boxes ,TVs and computers. The fiber runs pretty consistently on a speed test only limited by the device speed.

I'll start again on pursuing a fix/ solution this week.

Thx

west52

Thanks for the update.  The weird, hard-to-explain part for me is that changing the channel (and changing back) temporarily makes the problem go away. Very weird. 

On traditional Uverse (FTTN) with service from a VRAD, fiber to point with copper final distance, the fiber light was converted by by a card (F, K or N) that had 48 ports, the solution is to change to a different port (tech service call) on same same or different card.

With FTTP direct fiber there is a passive splitter at the PFP with fiber light conversion happening in the home at the ONT. The modern equivalent of a port swap would be to change the ONT, again requires a service tech appointment, in which the tech can not only change the ONT but check and clean various fiber connections in case the light level is low. 

Just my thoughts…

edit… this is if happening on all tvs receivers, not just select and if happening within 30 seconds of turning to a channel… unicast to multicast issue. If only one location affected then I home wiring issue, remove any switch and test to receiver direct as issue could be switch especially if using both Uverse and standard connections through same switch. Do not mix signal types.

Same exact issue here, with multiple Tv receivers.  Also we had DVR on our old receivers and since we switched to Fiber we no longer have this ability.  

I suspect some of the problem people are having is with the issues the BGW320 LAN/Ethernet ports seem to have with disconnecting.